Enterprise Customer Success Manager

Who we are

At Domino, we build solutions that help the largest, highly regulated organizations adopt AI to accelerate mission-critical use cases. Our platform integrates a streamlined model and app development environment, advanced model, agent, and app hosting capabilities, and novel governance capabilities providing regulator-ready AI at scale. Our customers — like Johnson & Johnson, GSK, Bristol Myers, UBS, FINRA and the US Navy — are using our software to solve some of the most important challenges in the world, such as developing new medicines, securing our financial markets, or protecting our country. Backed by Sequoia Capital, Coatue Management, NVIDIA, Snowflake and other leading investors, we have been in business for over a decade but are still a small team operating with the spirit of a startup. In the world of AI today, we believe that the future is still being invented — and we want to be the ones building it. For more information, visit www.domino.ai

What we are building

The Customer Experience organization plays a key role in Domino’s continued growth as a startup and ensuring we help our customers achieve their data science goals.

As a Customer Success Manager (CSM) at Domino, you will be responsible for maintaining and growing relationships with our company's clients. You will serve as the main point of contact for clients, ensuring their needs are met and their expectations are exceeded. Your primary goal will be to maximize client satisfaction, retention, and revenue generation.

What your impact will be

Represent Domino during a pivotal period in the customer’s lifecycle; understand and speak to Domino's value proposition in an increasingly competitive and crowded market

Drive conversations and kick start migration conversations to drive Domino Cloud adoption among VPC and Onprem existing customers

Work closely with the Scaled CS team to automate CS initiatives and bring a digital experience to listed accounts (roadmap updates, education updates, events, surveys)

Demonstrate your Domino product expertise and ML Ops / AI knowledge to have meaningful, consultative conversations with customers throughout their renewal process

Leverage data and insights alongside your understanding of the customer’s goals to prescribe commercial terms that align with the needs of the business

Identify and secure upsell opportunities where applicable, whether at renewal or mid-cycle

Partner with the Sales Team to ensure on-time delivery of customer renewals without compromising the customer experience along the way

Maintain and report an accurate forecast for all renewals in your portfolio

Communicate to the business risks identified and develop resolution strategies, escalating wherever appropriate

What we look for in this role

3+ years in a client-facing, pre or post-sales role

Customer Success Manager, Account Manager, Project Manager

Preferably in a SaaS/AI environment

Experience in relevant products in the market such as Cloudera, Databricks, Sagemaker, Google, SAS or other MLAnalytics Solutions, Docker, Kubernetes

Multi-tasking: you will manage ~10 accounts, sync with the Digital Experience, PS and Support teams within our org and Sales, Product, Eng etc. for overall customer and company success

Technical aptitude to understand Domino's portfolio

Customer management - drive customers through success ensuring retention and expansion

High level of comfort speaking with executives and procurement at Enterprise companies

Proven track record of exceeding goals

Desire to work in a fast-paced, collaborative environment with peers who challenge you to grow

Bias toward action

SFDC and CRM tools proficiency

What we value

We strongly believe in the value of growing a diverse team and encourage people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply

We value a growth mindset. High-performing creative individuals who dig into problems and see the opportunities for success

We believe in individuals who seek truth and speak the truth and can be their whole selves at work

We value all of you that believe improving is always possible. At Domino, everything is a work in progress – we can do better at everything

We emphasize an environment of teaching and learning to equip employees with the tools needed to be successful in their function and the company

Visa Sponsorship: Visa sponsorship (including H-1B and other employment-based visa categories) may be available for this position depending on business considerations and the role's requirements. Sponsorship eligibility is assessed on an individual basis and is not guaranteed for any role or candidate. All applicants are encouraged to apply regardless of current or future immigration status.

#LI-Remote For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range will be narrowed during the interview process based on a number of factors, including the candidate's experience, qualifications, and location. Additional benefits for this role may include: equity, company bonus or sales commissions/bonuses; 401(k) plan; medical, dental, and vision benefits; and wellness stipends.

Total Compensation Range $177,000 — $250,000 USD